Senior Manager, Loyalty Marketing

Senior Manager, Loyalty Marketing We are a vacation‑industry leader with global brands such as Royal Caribbean International, Celebrity Cruises, and Silversea Cruises. This role is based in Miami and reports to the AVP of Loyalty. Position Summary The Sr Manager of Loyalty will lead the day‑to‑day management of Silversea’s Loyalty program, Venetian Society, and coordinate program enhancements across cross‑functional teams in Hotel Operations, Revenue Management, Digital Transformation, IT, Sales, Contact Center, and Marketing. The individual will also oversee marketing of the credit card program. Essential Duties and Responsibilities Deliver global loyalty program goals: enrollment, engagement, retention, and satisfaction. Identify customer needs based on research and insights, and develop innovative programs and solutions. Oversee overall program management including value proposition, marketing, cost management, operations, training, and execution of member benefits. Integrate loyalty messaging into all marketing collateral for consumer digital and onboard. Improve customer satisfaction onboard and in the Loyalty Contact Center by creating action plans and driving flawless tactical execution. Work closely with ship management and global offices. Develop and maintain SOPs for the loyalty program and own program ratings. Manage the online experience for loyalty members. Collaborate with shipboard teams, including Loyalty Ambassadors, to set them up for success. Oversee IT projects for support system improvements and program enhancements. Provide competitive insights to keep Venetian Society best in class. Qualifications, Knowledge and Skills Bachelor’s degree or equivalent work experience. 10–12 years of experience in driving innovative ideas for consumer loyalty programs. Minimum 5 years of marketing experience in consumer engagement, promotion execution, retention strategies, and go‑to‑market execution. Passionate about customer loyalty and overall customer marketing. Credit card experience is a plus. Strong understanding of consumer marketing and brand management concepts. Proven program management expertise and track record of delivering business results. Ability to influence across departments, navigate complex dynamics, and build relationships at all levels. Excellent communication, presentation, and decision‑making skills. Data analysis skills and ability to adapt strategies in real‑time. Project management skills across multiple workstreams. Proficient in Microsoft Office, especially Excel and PowerPoint. Financial management skills and ability to meet budget and deadlines. Strategic thinking, planning, and execution time‑line adherence. Marketing skills in brand positioning, media, social, and digital. Customer‑advocate mindset. Agency and Third-Party Submissions: Please note this is a direct search by the Company; applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company’s property. It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment. #J-18808-Ljbffr Royal-Caribbean-Group-3